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Contact Center Solution for Skype for Business Webcast

For regional banks like HarborOne, providing customers with exceptional, prompt service breeds the loyalty that keeps larger financial institutions at bay. Knowing that our contact center and quality management solutions play a significant, positive role in their customers’ experience is gratifying – to say the least.
Before migrating to Communications Center, HarborOne’s customer service team was hampered by outdated legacy technology that was anything but conducive to productivity. Seemingly simple tasks like adding an agent or searching for a customer recording would take days to execute, wasting both time and money. Agents had neither internal nor external visibility; sometimes three team members would unknowingly be trying to help the same customer – at the same time!
As Wayne and Maria detail, Enghouse Interactive provides HarborOne with everything they wanted in a single solution. Omni-channel functionality, including chat, email, voice and screenpops, was very high on their wish list, as was quality management and the ability to leverage their virtual desktops and computing environment.
Also, important to note and a key factor in HarborOne’s decision to move forward with us, is how Enghouse Interactive’s Communications Center platform and Quality Management Suite are very tightly integrated with Skype for Business. Native to the Skype for Business environment, Enghouse Interactive empowers HarborOne’s customer service team to seamlessly connect with colleagues in other departments and branches.
Extending unified communications to the contact center streamlined processes across the board and helped tie customer service in with the rest of the bank. For example, functionality like ‘presence’ provides reception operators with the visibility and awareness to direct customers to available representatives.
“Having Enghouse in the bank has been a streamlined approach to contact center that I have not seen the 30 years I’ve been in the business,” noted HarborOne Senior Vice President of Operations, David Reilly. “Enghouse’s ability to make it user friendly, adaptable, and efficient is just amazing.”

Cast: Enabling Technologies Corp

Friday, April 07, 2017/Author: Marketing Queen/Number of views (3755)/Comments (0)/ Article rating: No rating
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Interview Scott Vickland  - We now have access to everything with just internet and a browser!

Interview Scott Vickland - We now have access to everything with just internet and a browser!

ACDI VOCA CIO Scott Vickland chats about his move to the Cloud. The advantages as well as concerns and how he addressed those concerns.

Cast: Enabling Technologies Corp

Thursday, March 30, 2017/Author: Marketing Queen/Number of views (1434)/Comments (0)/ Article rating: No rating
Categories: Testimonials
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Interview with David Stewart - Consolidating Phone systems

Interview with David Stewart - Consolidating Phone systems

See how Tennessee Oncology made the move to Lync and Skype for Business. David also share best practices and considerations before moving to the Cloud.

Cast: Enabling Technologies Corp

Monday, March 13, 2017/Author: Marketing Queen/Number of views (1171)/Comments (0)/ Article rating: 5.0
Categories: Testimonials
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Wednesday, February 08, 2017/Author: Marketing Queen/Number of views (5638)/Comments (0)/ Article rating: No rating
Replacing Aging Phone Systems with Skype for Business

Replacing Aging Phone Systems with Skype for Business

Are you tasked with finding a communications solution to your outdated phone system? You're not alone. At their recent Executive UC & C Council in Washington DC, Enabling Technologies sat down with several customers to discuss how they replaced aging phone systems with Skype For Business.

Cast: Enabling Technologies Corp

Tags: Microsoft Lync, Skype for business, Office 365 and PBX

Tuesday, December 01, 2015/Author: Marketing Queen/Number of views (986)/Comments (0)/ Article rating: No rating
Categories: Testimonials
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